Summary: We will not investigate this complaint about the Care Provider’s alleged failure to properly care for Mrs X’s mother Mrs Y. This is because we would be unlikely to provide a worthwhile outcome for Mrs X.

The complaint

1. Mrs X complained on her mother Mrs Y’s behalf that the Care Provider failed to properly care for Mrs Y, resulting in her suffering from bruising.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Mrs X and the Care Provider.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mrs X’s elderly mother Mrs Y was admitted to the care provider’s home for approximately 2 weeks respite.
6. Several days after Mrs Y had been discharged from the home, Mrs X discovered bruises on Mrs Y’s body. Mrs X complained to the Care Provider about this.
7. The Care Provider investigated and consulted the body map showing Mrs X had been in good condition upon arriving at the house. The Care Provider interviewed the members of staff who had cared for Mrs X and there were no recorded incidents of Mrs X falling or hurting herself. The Care Provider explained this to Mrs X and provided the results of the investigation.
8. Mrs X remained unhappy with the situation and wants us to find the Care Provider at fault. The Care Provider has provided us with its assessment of Mrs Y and the outcome of its investigation into the matter. The evidence seen so far does not allow one to make a finding on how and when the bruising occurred. It is therefore unlikely further investigation will uncover an explanation.

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Final decision

9. We will not investigate Mrs X’s complaint because we would be unlikely to provide a worthwhile outcome.

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Investigator's decision on behalf of the Ombudsman